Associate Director Support Service CTR

🇺🇸 Hybrid - New Brunswick, NJ

🕑 Full-Time

💰 $109K - $166K

💻 Other

🗓️ November 19th, 2025

Edtech.com's Summary

Rutgers, The State University of New Jersey is hiring an Associate Director Support Service CTR. This role leads and manages the University Human Resources Service Center's Tier 1 and Tier 2 teams, resolving complex HR and payroll inquiries and supervising daily service center operations. The Associate Director also drives continuous process improvements, staff development, and collaborates on strategic initiatives to enhance service delivery across the university.

Highlights

Lead and supervise Tier 1 and Tier 2 support specialists in resolving advanced HR, Payroll, and Finance inquiries.
Manage daily workflow, prioritize work assignments, and handle unresolved or sensitive escalations before Tier 3 involvement.
Provide multi-channel customer support including live platforms, cases, and email, focusing on seamless, accurate, and timely resolution.
Develop escalation protocols, collaborate with support and technical teams, and lead initiatives to streamline processes and improve agent efficiency.
Analyze case metrics, track trends, identify training needs, and recommend strategies for continuous service improvement.
Enhance user experience using AI-enabled tools and maintain service center dashboards to meet KPIs and SLAs.
Bachelor's degree in business administration, human resources, or related field with 6+ years of relevant customer service or shared services experience.
Proven leadership experience managing teams, with skills in performance management, coaching, and workload distribution.
Proficient with HR systems such as PeopleSoft, Oracle HCM Cloud, ServiceNow, and Microsoft Office Suite.
Salary range: $108,670 to $166,424 annually, with competitive benefits including medical, retirement, paid leave, and educational benefits.